Brooke Mosteller

Walkertown, NC *****

ad3mfu@r.postjobfree.com

336-***-****

linkedin.com/in/j-brooke-mosteller

Work Experience:

Conifer Patient Communications, Dallas, TX October 2023 – Present

Senior Analyst, Patient Service Operations

Spearheaded the development of a comprehensive agent scorecard system, resulting in increased call center efficiency and customer satisfaction ratings.

Leveraged advanced analytics techniques to identify key performance trends, leading to actionable insights that drove significant process improvements and cost savings.

Cultivated strong partnerships with Market and Senior Ops Directors, facilitating streamlined communication channels and fostering a collaborative environment that accelerated project timelines.

Took initiative to lead cross-functional teams in the implementation of innovative process changes, resulting in improved response times and overall service quality metrics.

Inmar Intelligence, Winston-Salem, NC April 2016 – March 2023

Sr. Reporting Analyst, Healthcare Alerts (September 2021 - March 2023)

Conducted daily scrums as a scrum master to discuss the workload for the day and reach targets.

Managed handoff and ensured priority events were processed expeditiously.

Proofread and edited alerts developed by other Reporting Analysts.

Captured and tracked processing errors in Salesforce.

Created spreadsheets and relevant reports that provided insight into key data points.

Assisted manager with preparation for weekly team meetings to cover processing issues, improvements, and Lessons Learned.

Answered other analysts' questions and investigated and resolved issues.

Reporting Analyst, Healthcare Alerts (August 2018 - September 2021)

Captured and aggregated time-sensitive recall content and created alerts in a standard format for distribution.

Analyzed content, classified the alert, and determined if it related to any previously released alerts.

Contacted manufacturers to validate alert content, verify effective dates, and capture other pertinent information.

Cultivated knowledge of product usage, domain usage, and hospital operations.

Communicated effectively with clients, third parties (manufacturers/distributors), and OneRecall team members.

Participated in calls with clients and focus groups to provide product recall expertise.

Utilized best practices in time management skills to perform regular daily tasks in addition to extra projects as assigned by supervisor/manager.

Account Representative, Healthcare Network (October 2017 - August 2018)

Acted as a point of contact for clients.

Identified and resolved processing problems.

Initiated actions to research client questions or to resolve processing problems.

Involved support departments to meet client requests or processing problems, while maintaining accountability for client response.

Performed both payer and client conversion activities.

Coordinated onboarding activities with the Account Manager.

Worked with payers and banks as needed.

Kept team members and management updated on client cases, successes, and current inquiries.

Accounts Receivable Specialist, Healthcare Network (April 2016 - October 2017)

Analyzed information and reconciled batches and payments.

Prepared financial reports and records.

Used problem analysis to detect and correct errors.

Accurately performed data entry.

Effectively communicated with others on the team to deliver excellent service to clients.

Carolinas Pain Institute, Winston-Salem, NC July 2009 – August 2015

Pharmacy Coordinator

Fulfilled Pharmacy Technician duties in a Worker’s Compensation Pharmacy within a pain management clinic.

Monitored inventory levels for the pharmacy and 3 clinics.

Responsible for processing and tracking medication prior authorizations for patients.

Regulatory duties and DEA compliance.

Education:

Master of Business Administration - Supply Chain Management, University of North Carolina at Pembroke - Pembroke, NC (January 2018 - December 2019)

Bachelor of Science in Business Administration - University of North Carolina Pembroke - Pembroke, NC (January 2015 - December 2016)

Associate of Science in Business Administration - Forsyth Technical Community College – Winston-Salem, NC (August 2006 - May 2008)

Certificate in Customer Service - Forsyth Technical Community College – Winston-Salem, NC (August 2006 - May 2008)

Certifications and Technical Skills:

Lean Six Sigma Yellow Belt

Salesforce.com

Microsoft Office (Excel, Word, PowerPoint, etc.)

Google Suite (Docs, Sheets, Forms, etc.)

Business Intelligence Tools (Tableau, Google Analytics, Power BI)

Electronic Medical Records (Epic Systems, Allscripts, Rx Development, Medinotes)

Jira and ServiceNow

Microsoft Teams, Zoom, Google Meet

Scrum and Agile Methodologies

SQL

AS400

Workday

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